PROCUREMENT
Driver Paul West
particular vehicle is at any one time. Where a bin has been genuinely missed, the staff are able to locate the nearest vehicle and request a collection.
“This is also particularly useful in adverse weather conditions or if a crew has been temporarily delayed. So, for example, if there has been snowfall and a lorry has been delayed, staff can identify exactly where the crew are and advise the customer of an estimated arrival time.”
“By moving contract services into the customer service centre and giving staff at the centre access to real time information, we were able to enhance our customer experience, whilst also increasing efficiency.
As Jane makes clear, one of the greatest benefits of this approach is that it increases the ability of the crews, depot staff and the customer service centre to
Jul/Aug 10
communicate with one another by all using the same systems and information.
Despite their initial investment, the council is now also reaping efficiency benefits, which are sorely needed in this time of squeezed finances.
Bob Riley, contracts manager at the depot says: “In terms of efficiency savings it has saved us about £17,000 in staff time in the back office because we were using the equivalent of one full time member of staff every single day to photocopy and collate the crib sheets for the teams.
“Before using the new system we were printing out 26,000 of those forms every year, which means that we have made considerable savings in both in the materials which are used to make them and the time it took to prepare them.
“Along with these savings,
because the teams are now using the same system as the CRM, it has allowed our teams to automate many of their reports which again is saving a significant amount of time.
“The new system is also allowing us to create audit pathways in the department because in the past there was no way of recording the results from the crib sheets in a system.
“Now that we have a system which is computerised we can save that information, to run reports from in the future, whilst building up a database of information relating to household profiles and our performance.
“This allowed us to be proactive in improving our service delivery both for collections and also with education initiatives as we can identify any problems and target our resources where needed.”
Where a bin
has been genuinely missed, the staff are able to locate the nearest vehicle and request a collection
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